Are you measuring the right things to truly understand and optimize the customer experience you are delivering? Are you able to see your company from your customers’ perspective?
Learn how to use the event, transaction and interaction data you already have in your call center systems to gain new insights into the lifetime journey of your customers and as a result, answer these questions:
• Are you an easy company to do business with?
• What are all the steps your customer usually takes to purchase product, obtain service or resolve technical issues?
• Are you optimizing your operations around the right things?
• What can you do to increase the positive business outcomes of our customer interactions?